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Customer Service

Delivery Service

As one of the biggest online flooring retailers, we’ve got the power to keep our delivery charges as low as possible.

When you stop and think about it, delivery of your order is one of the most important aspects of our service. That's why Floor Monster has partnerships with trusted courier companies to ensure you receive a high quality, reliable and safe delivery service. We are confident we will deliver your floor to you in excellent condition and on time - that's a promise!

When will I receive my floor?

All deliveries are sent out on a standard 2-3 working day timescale from the date that an order is placed, subject to stock levels. While every effort will be made to ensure that all items shown are in stock we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.

Once your order has been placed, our staff will contact you on the phone number/email you provided and arrange a suitable delivery date with you. This allows you to pick a date and time that is most convenient for you!

Standard delivery will be between 9am - 5pm but our staff will instruct the courier to call you at least one hour before delivering, so you'll know when the goods will arrive. Please ensure the telephone number you provide is the best number for the delivery driver to contact you on, as if the driver is unable to reach you then this may result in you missing your delivery. We cannot give an exact time for deliveries, as the courier network may incur traffic restrictions, time delays and other unpredictable elements which make it difficult to specify an exact time frame. However, the courier will have your contact number so rest assured they would not leave the property without contacting yourself or our team first.

How much does delivery cost?

UK delivery is £36.00 , all prices are inclusive of VAT. Occasionally we will run free delivery promotions online, so keep an eye out for these great offers. Currently orders placed online default to a standard delivery charge, to place an order for next day, saturday, AM or timed deliveries please contact a member of staff on 0844 33 504 33.

* Next Day delivery service is subject to stock levels. Unfortuntely our next day service is unavailable in the following areas: Highlands & Scottish Islands, Isle of Man and the Channel Islands.

Certain areas of the UK, including the Channel Islands, Isle of Man, Isle of Wight, Hebrides and Stornoway will be subject to a delivery surcharge. Please contact us for further information.

What restrictions are there on delivery locations?

Floor Monster delivers daily all across the UK, in England, Wales and parts of Scotland. Unfortunately due to territorial licensing agreements Floormonster is unable to supply the following flooring: all Balento Laminate Flooring, all Solid Wood flooring and Engineered Wood flooring in Central Scotland and Northern Ireland.

How is my flooring delivered?

All deliveries are kerbside. This means that you (or someone able) must be home to take the products from the vehicle to your home. The driver will only unload to the kerbside; they are not insured to enter your home. Deliveries cannot be left outside in porches, garages or any other location.

No liability can be accepted for costs caused by late deliveries or for any other reason. Therefore we advise against booking trades for installations until goods have been received, checked and accepted on site.

Please be aware that the delivery drivers cannot stop on a red-route area because this act is illegal. Red-routes are rigorously patrolled by police and other law enforcement officials. Other arrangements will have to be made by the customer to make sure goods can be delivered successfully to properties within a red route area.

It is important that the customer does not refuse a delivery. We cannot be held responsible for any re- delivery charges or fees incurred because the customer has refused delivery.

What happens if my delivery is damaged?

We give enormous care and attention to your order once it has been placed. We believe that the condition of your order is hugely important and we will deliver your floor to you in the best condition possible, as you would expect.

Upon receipt of your delivery, please ensure that you inspect the goods immediately and satisfy yourself that the goods are delivered in perfect condition. In the rare event that you receive any damaged packs then please inform the driver who has delivered your flooring and notify us immediately. Whenever possible please photograph the damaged goods immediately and provide copies to us via the email address customer_service@floormonster.co.uk . Please note that no claim for damage can be entertained once the delivery driver has left the delivery address, therefore it is very important that both the customer and the driver both sign for the delivery as damaged. In the unlikely event that some of your goods are damaged we will liase with you to collect and replace the products. Any claims must be made within 7 days of receipt of goods. For further information please visit our Returns & Refunds page.

What if I have other queries?

Remember if you need any help or guidance then just get in touch because we’re always here to help you through all your flooring requirements.